The Matrix Standard
1 – People are made aware of the service and how to engage with it
Promotion ensures the accessibility of information about the service
1a The purpose, expected users and range of services are defined
1b Promotional activities provide essential information about the nature of the service, and about the support
available to access
and use the service
1c Information about the service is accessible to potential users
1d Promotional activities take account of equality of opportunity
2 – People’s use of the service is defined and understood
Defining and understanding the service available and clarifying key policies and practices
2a People are offered a full description of what they can expect from the service
2b People are made aware of the confidentiality and diversity policies as appropriate
2c People are given the opportunity to explore the suitability of the service to meet their needs
2d People’s requirements in relation to the stated service are established
2e People are signposted and/or referred to other relevant services where appropriate
3 – People are provided with access to information and support
in using it
Providing information in accessible forms and assisting people to use it
3a Information held or accessed by the organisation is sufficient for, and relevant to, the stated service
3b Information provided to people is accurate, current and inclusive
3c Information is managed and evaluated to ensure it remains relevant to the stated service
3d People are supported in accessing, understanding and using information through resources appropriate to
their needs
4 – People are supported in exploring options and making choices
Providing information, advice and/or guidance to assist people to review choices
4a People have access to impartial and objective information, advice and/or guidance
4b People are aware of the purpose and limitations of the information, advice and/or guidance available
4c People understand and agree how the support process will be conducted
4d Options and choices are presented to people in a manner which assists their understanding
4e People have opportunities to consider and explore options and are given appropriate support and
encouragement during the
process
4f People are able to make their own choices
5 – Service delivery is planned and maintained
Defining measurable aims and objectives and setting up systems to deliver the service
5a The service has clearly defined measurable aims and objectives
5b The service is given clear leadership and direction
5c The views of those delivering the service inform service planning and delivery
5d The internal management of the service ensures resources are appropriate and effectively used
5e The service identifies and responds to relevant legislation, codes of practice and ethics
5f There are defined policies and practices for service delivery, incorporating the principles established by the
National IAG Board
5g The service has established appropriate partnerships and networks
6 – Staff competence and support they are given are sufficient to deliver
the service
Maintaining and developing the competence of those delivering the service
6a Staff are given an induction into the service and their role within it
6b The competence of staff is maintained and developed to meet service demands
6c Staff recognise the boundaries of their role in relation to the service and seek appropriate support
6d Training and support in the use of equipment is provided
6e Supervision and support are provided to staff
6f Staff can describe how they are involved in reviewing their performance and identifying their development
needs linked to objectives
7 – Feedback on the quality of the service is obtained
Obtaining feedback from users of the service, those involved in delivery of the service and
other agencies
7a People are advised of who to contact with a compliment, complaint or suggestion and how these will be
handled
7b People are advised of how their views on the service can be fed back
7c Organisations proactively seek the views of service users, staff and other agencies to regularly evaluate the
quality of the
service
7d Formal and informal comments on the service are evaluated and acted upon as appropriate
8 – Continuous quality improvement is ensured through monitoring,
evaluation and action
Evaluating the effectiveness of the service and planning improvements
8a Effectiveness is regularly monitored and evaluated against the aims and objectives of the service
8b Feedback ensures that the effectiveness of the service to individuals is being regularly monitored and
evaluated to inform
continuous improvement
8c Appropriate action is taken to improve the service to individuals
8d The service is continuously developed and improved
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